Cancellation and refund policy.

Scope

This policy covers paid memberships sold by the tenant library provider. A free trial or free promotional offer has no purchase price to refund. Mandatory consumer remedies apply regardless of labels such as promotional or discounted. The application owner is responsible for a refund only where it is the seller or another legal obligation applies.

One-time purchases and expiry

A subscription purchase is a one-time payment for the duration and benefits shown at checkout. There is no automatic recurring debit to cancel. You can stop using the service at any time; without another purchase, premium access expires at the end of the paid period. Stopping use or closing an account alone does not automatically create a refund request.

Refund requests

For a discretionary refund under this policy, contact the library provider within seven days of purchase. Include the purchase or payment reference and the reason. Do not send card numbers, passwords or verification codes. Use Library support or the public customer-care contact below.

The seven-day window does not cut off a statutory claim. Duplicate or unauthorized charges, non-delivery, deficient services, misleading descriptions and other issues must be assessed under applicable law, including after the discretionary window where rights continue.

Processing and payment method

The provider aims to resolve and process an approved refund within fourteen days of receiving the request and the information reasonably required to investigate it, or sooner if required by law. It should explain a delay promptly. Refunds normally go to the original payment method; bank or payment-network posting time may be additional.

Taxes and gateway or service fees are not automatically excluded. Any proposed deduction must be disclosed, reasonable and legally permitted; taxes must be adjusted or refunded where applicable law requires. A payment gateway's fee policy cannot remove the customer's statutory entitlement against the seller.

Decisions and membership access

The provider may decline a discretionary request with a documented reason, including substantiated abuse or fraud. It must not use that discretion to deny a mandatory remedy. If a purchase is refunded, the associated premium entitlement may be withdrawn; other valid paid periods must be assessed separately. A technical delay in the payment record should be reported to support.

Service changes and escalation

If substantial benefits of a paid offer become unavailable, the provider will assess an appropriate remedy under the offer and applicable law. This policy is not a waiver of compensation or redress that cannot be waived. You may seek lawful consumer, payment-provider or regulatory remedies without first surrendering other rights.

Contact

Use the public customer-care and grievance contact below, or Library support for an existing-account enquiry.